Summary
EdgeSight is an Enterprise application designed for mission critical monitoring and problem solving and provides the ability to continuously monitor performance for any application and any user in any location. This document is designed to help with troubleshooting the various components of EdgeSight Server and agents. The Knowledge Center contains other documents on environment specific errors and issues. If this document does not resolve your issue, search the Citrix Knowledge Center using more specific search terms or call Citrix Technical Support.
Architectural Understanding
• EdgeSight Server
• EdgeSight Agent for Presentation Server
• EdgeSight Agent for Endpoints
EdgeSight Server uses a SQL database with a Web-based front end to collect and report on various performance data collected from Presentation Servers and workstations. A monitoring agent is installed on the Presentation Servers and desktops to be monitored.
The agent is installed as a service and collects data which is written into a client side Firebird database, and then aggregated to send to the central EdgeSight database as a payload.
Troubleshooting Server Installs
Refer to the EdgeSight product documentation for prerequisites and system requirements.
EdgeSight requires SQL Reporting Services. For details on configuration, refer to CTX111313 – How to install and configure Reporting Services for use by EdgeSight.
EdgeSight Server uses the Citrix RSSH service to process payloads. This service uses a Distributed Component Object Model (DCOM) interface. Verify the DCOM permissions are correct by comparing it to a working system. Applied Group Policy objects (GPOs) can change the permissions and prevent EdgeSight from working.
Troubleshooting Agent Installs / Reporting Up to EdgeSight Server
SYS_EVENT_TXT.txt
Once an agent is installed and the machine is rebooted, the agent finds the EdgeSight Server on the network and reports to the server as a monitored device. This process may take 20-30 minutes depending on the environment. The SYS_EVENT_TXT.txt logs the processes of the agent and should be used to troubleshoot the agent activity of reporting up to the EdgeSight Server.
The sys_event_txt log is a summary log of each worker thread that runs on the agent.
For details on what each worker thread does and the individual log files, refer to CTX112209 – EdgeSight Agent Worker Function Log Files Explained.
Additional Knowledge Base Articles
CTX111096 – Devices with EdgeSight Agents Do Not Show Up in the EdgeSight Web Console
CTX111043 – Newly Installed EdgeSight Agent Devices Do Not Report Up
Troubleshooting Payloads Not Processed by the Server
RSSH Service
IIS receives the payloads from the managed devices and places them in the webload directory. The RSSH service collects the payloads from the webload directory and writes the data into the EdgeSight SLQ database. Verify that the RSSH service is running.
Check Operational Messages, Server Status Page, and RSSH logs as seen below.
Licensing Issues
Presentation Server agents are licensed with a concurrent user (CCU) license model. An EdgeSight license is checked out each time an ICA session is created. If an ICA session is created and there is not a suitable license available, a violation is logged. If seven license violations occur in a 30 day sliding window, the payload is refused by the EdgeSight Server if it contains further license violations. If there are no license violations in the payload, the payload is uploaded even if there have been past license violations. This requires EdgeSight Server 4.5 Service Pack 1. Verify that there are no payloads being refused due to licensing issues. For Citrix Presentation Server 4.5 Platinum edition there is no additional EdgeSight license checkout. Platinum licensing customers are strongly advised to install EdgeSight 4.5 Service Pack 2 or later.
Endpoint agents are licensed per device and will not be able to upload a payload without a license.
See CTX114401 – Error: EdgeSight has detected a problem with the Licensing configuration. Click here for more information..
Troubleshooting Remote Device Connections and Reports
ActiveX Components
The browser uses an ActiveX component for connecting to the remote device, CSMProviderEnv Class. Make sure the browser is enabled to install ActiveX and that the component is installed properly.
To verify the component is installed, open Internet Explorer, navigate to Tools > Internet Options > Programs > Manage add-ons, and sort the list by Vendor.
A separate ActiveX component is used to access the Real-time Dashboard, CSMRTRController.
Remote Security
The user should be a local administrator on the remote device. If this is not possible, remote security can be disabled. See CTX111046 – Real Time Remote Report Error: Access denied: You do not have permission to access this resource for details.
Network Connectivity
The agent must be configured in the control panel applet if there is a proxy server between the monitored device and the EdgeSight server for reporting up and sending payloads. For remote device connections, Port 9035 is used over TCP/IP and this must be open on the firewall between the managed device and the admin machine that is running the browser.
Troubleshooting Agent Performance
Antivirus Configuration
Antivirus scans can adversely affect the performance of the agent. The antivirus should be configured to NOT scan the EdgeSight folders. See CTX111062 – Required Antivirus Software Configuration for the EdgeSight Agent.
Upgrade the Agent
Performance issues are addressed in upgrades to the agent. Ensure you are running the latest agent available for optimal performance.
Troubleshooting Missing or Inconsistent Report Data
Payloads not processed
Verify that all payloads are being received and processed by the server. Check the list of managed devices for the Last Upload time under Company Settings > Server > Device Management > Devices.
Agent Data Collection Methods
The agent collects different types of data using various methods. If certain reports show data and others do not, investigate the data collection on the agent device to see if there is an issue. Reference the EdgeSight Administrator’s Guide or contact Citrix Technical Support.
Mixed Environments
Some data collection, such as End User Experience client side and server side data, requires updated Presentation Server, EdgeSight agent, and ICA client versions. Ensure that all ICA clients, EdgeSight agents, and Presentation Servers are at the latest version. Create groups with the EdgeSight server for reporting among like servers, clients and agents.
More Information
CTX114495 – End User Experience Monitoring Statistics Explained
CTX114291 – Functionality for the ICA Session Latency Reports Explained
